Marinescu Tatyana
Claims Quality Specialist
Bucharest,B
Summary
Highly experienced professional with a background in Customer Experience, seeking opportunities that utilize strong analytical skills, strategic thinking, and expertise in customer support and quality management.
Overview
9
9
years of professional experience
1
1
Certification
4
4
Languages
Work History
Quality lead
Airbnb - Telus International Romania
3 2019 - Current
- Evaluated a team of 20 agents, their calls and case handling with regard to quality and customer service
- Provided feedback to the OPS leadership team
- Performed root causes and process gap analysis for escalations
- Responded and brainstormed with operations on proactive solutions to minimize customer dissatisfaction scores
- Participated within weekly, monthly and yearly business reviews
- Delivered coaching sessions
- Participated in calibrations, made reports and analysis
- Delivered training sessions or refreshers
Customer Success Manager
Foster Staffing
02.2019 - 05.2019
- Recruiting and offering a job position for truck drivers who apply for a job in the USA
- Worked with Russian, Bulgarian and Romanian markets.
Senior Customer Support Analyst
General Motors
06.2017 - 02.2019
- Answered nearly 100 calls daily from customers being in emergency situations
- Provided support during calls to the new agents and helped the Quality team by evaluating the calls and going side-by-side sessions with the Russian and Bulgarian speaking agents
- Hold refreshers and debriefing sessions on topics that needed to be practiced.
TELEAGENT
Telus International Europe
02.2016 - 07.2016
Animator
Duni Royal Resort
06.2015 - 09.2015
- Kids animator
Education
BBA - Business Administration
Athenaeum University
Bucharest, Romania 2016.01 - 2019.04
Skills
Quality System Development
undefinedCertification
Lean Six Sigma - Yellow Belt
Timeline
Lean Six Sigma - Yellow Belt
03-2024
Customer Success Manager
Foster Staffing
02.2019 - 05.2019
Senior Customer Support Analyst
General Motors
06.2017 - 02.2019
TELEAGENT
Telus International Europe
02.2016 - 07.2016
Animator
Duni Royal Resort
06.2015 - 09.2015
Quality lead
Airbnb - Telus International Romania
3 2019 - Current
BBA - Business Administration
Athenaeum University
2016.01 - 2019.04
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